Salesforce Technical Support Specialist

iCloudius is looking for a skilled and dedicated Salesforce Technical Support Specialist to join our team. In this role, you will be responsible for providing technical assistance to our users, ensuring a smooth and efficient resolution to their inquiries. The ideal candidate is a problem-solver with a strong understanding of the Salesforce platform and a passion for customer service.

Responsibilities:

• Ticket Management: Proactively monitor and manage the support queue, ensuring timely review and triage of all incoming requests.
• Issue Investigation: Investigate and troubleshoot technical issues reported by users, meticulously documenting each step of the resolution process.
• Direct Support: Respond to user tickets, providing clear, accurate, and professional guidance to resolve their issues efficiently.
• Queue Oversight: Manage the overall support queue and track the status of tickets assigned to various team members, ensuring all items are handled promptly.
• Service Improvement: Identify and implement opportunities to enhance the quality and efficiency of our support services.
• Platform Optimization: Continuously improve the use of Salesforce for our support operations, finding new ways to streamline workflows and enhance the user support experience.
• Knowledge Base Management: Maintain and expand our knowledge base by creating and updating articles for frequently encountered issues, empowering users to find solutions independently.
  
  

• Proven experience in a technical support role, preferably with Salesforce.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Knowledge of Salesforce administration and functionalities is a plus.